Earthlink Complaint - EARTHLINK: Literally the WORST consumer experience of my life!
MARYLAND -- Earthlink afforded me the absolute WORSE customer experience of my lifetime, in every sense of the words. As of Saturday, September 29, 2007 at 12:20am, after waiting a ludicrous TWO WEEKS from the date of service purchase until the date my service would be active; after over 15 calls totaling over 3 hours of phone time within a 12.5 hour span of time; after me having to make over seven car trips to relatives houses and public places to use pay phones due to me not having a home phone; after depleting the gas in my cars gas tank; after being hung-up on by TWO Earthlink customer service SUPERVISORS; and after being lied to no less than FIVE times by Earthlink with no mention of compensation of any sort, I am still without DSL or Home Phone service that was promised to be fully-active and available to me on Friday, September 28, 2007. Please bear in mind that Earthlink started billing me for service as of Wednesday, September 26, 2007 when my True Voice phone service was supposedly activated ... something that makes absolutely no sense because you cannot even use the True Voice phone service without access to the internet.
Prior to Friday, September 28th, I had been in contact with Earthlink SEVERAL times throughout the week making sure that my service would be fully-functional, per Earthlink's guarantee, on Friday the 28th. I was assured many times that the odds I would not be surfing the net with ease and making phone calls on my state-of-the-art phone service, were infinitesimally small. Surprise, surprise, it was everything but. Once again, America, with all of our jobs from these “big name” companies being outsourced to other countries (i.e. India), this customer service was a thousand times harder than it should have been. Of the 20+ people I spoke to on Friday, September 28th, NOT ONE of those reps were of American descent. ALL of them were Indians. The language barrier was roadblock enough, added to that their sorry excuse of company product knowledge completely sealed my fate for the evening.
Finally, at 12:15am on Saturday, September 29th, I was told that after 13 hours of B.S. I had to endure, nothing could be done for me until after 10am EST because the departments that should be able to troubleshoot my issues, were now closed. Have Earthlink not lied to me at 11am EST on Friday and again at 2pm EST and then yet again at 7:15pm EST, I might have been able to speak to a technician in the appropriate department THAT DAY and had this issue resolved. Instead, Earthlink chose to blatantly lie to me to hush me up and hurry me off the phone. Now, I am a very understandably pissed person, writing this blog in complete disgust with a company whose services, I’ve yet to even use!
It is now Sunday, October 6th, 2007. I finally cancelled my entire account with Earthlink last Monday. According to Earthlink when I first signed up for service with them, I had exactly 30-days to cancel services with them without incurring any early termination fees. Surprise, surprise, at 10:56pm that night, Earthlink charged me a $35.90 fee. This WAS NOT disclosed at the time I cancelled my services. I was told everything had been taken care of and I given a confirmation number. I only found out about the fee after checking my bank account online the following day. I had a feeling it was Earthlink who was resposible for the charge that was still showing as "pending" but I couldn't be sure.
I went to my bank the next day and sure enough, they were able to conclude that it was indeed Earthlink, who was behind the unauthorized charge of $35.90. When I called Earthlink (as soon as I returned home) I was told that I had been charged for terminating the True Voice phone service, early. That made absolutely no sense considering that the True Voice was part of a dual package that included the high-speed internet. So how can they charge me for just one part of the package, even if the charge was valid? I started to make my case to the Indian representative and sure enough he was getting ready to tell me that his hands were tied because the charge was still "pending". That's when I cut him off and told him that if he didn't reverse that charge and give me a full refund then I would report Earthlink to the U.S. Federal Communications Commission (FCC). All of a sudden, he could now help me. He put me on hold for a while and when he came back, he assured me that he had taken the appropriate measures to issue me a complete refund, and to expect a credit back to my bank account within 72 hours (3 days).
As of yesterday (Saturday) which was the third day, I had no refund posted to my account. This is messing me up because I have my rent check that is going to clear by Monday or Tuesday and there was sufficent funds in the account to cover the check ... that was until Earthlink fradulently took out that $35.90 out of my account. So now either way, I am screwed. Either the bank will honor the check and clear it but charge me a $30 overdraft fee OR the check will bounce and I will now be late on my rent for the first time in my life and have to pay a $40 returned check fee on my rent. When I called Earthlink yesterday to ascertain as to why I hadn't been issued my refund yet, after being transferred to SIX different representatives and hung up on once, I was told by yet another Indian rep that as far as she could see, Earthlink made NO PROMISE to issue me a refund, citing that the fee for $35.90 was for "use of the service", even though I never used the service considering it nevered functioned! So, Earthlink had lied to me yet again. Then, when I threatened the imbecile with a law suite, she stated that even if she were to issue me a refund today, it would take 7-10 BUSINESS DAYS to get the credit on my account! So we went from 72 hours to 10 business days! Yet another lie. Then the idiot had the audacity to force me off the phone by saying that she could not "help me at this time but if I called back they could handle this matter" for me. I said, "call back when?". Her response ... "in a month"!
A MONTH?! Are you kidding me? So now I have been conned out of a total of $55.85 from Earthlink and still had NO access to either phone or internet services. $35.90 for the fraudulent early termination/use of services charge and $19.95 for the shipping of the DSL modem and phone modem. That funny part is, Earthlink had NO PROBLEM sending me a pre-paid return shipment label to send their modems back! Guess what, those modems are now mine. So after that idiot told me to call back in a month, I told her that I was also apologetic because Earthlink was about to pay through the a** for messing with me.
Anyway, I will also be sending this blog to the Federal Communications Commission (FCC) as well as filing a complaint with the Better Business Bureau, in addition to inundating the local news channels and newspapers about this consumer disaster that is Earthlink. I will also post this experience on as many online websites I can find.